Case Study: Wilhelmsen achieves 105% higher IT happiness with HappySignals Ltd

Wilhelmsen - Customer Case Study

Wilhelmsen, a maritime company with 4,000 employees, needed to outsource its service desk to India without losing the quality of support its regional IT teams had provided. Using HappySignals Ltd and its HappySignals platform with ServiceNow, the company wanted to overcome trust, communication, and cultural differences while maintaining strong end-user satisfaction.

HappySignals Ltd helped Wilhelmsen adopt a transparency-driven, experience-first approach with happiness metrics, support personas, and formal XLAs alongside SLAs. As a result, customer happiness rose from 44 to 90, a 105% increase, and lost time per ticket improved from 3 hours 41 minutes to 3 hours 1 minute, an 18% productivity gain.

Wilhelmsen

Marte Thorbjørnsen Reid

Wilhelmsen